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The printer will not pull either via copy or scanner

Customer Question
The printer will not...

The printer will not pull either via copy or scanner through.

Technician's Assistant: Is there an error code on your printer when you try to scan?

No

Technician's Assistant: When did you last update the printer driver software?

No idea

Submitted: 7 months ago.Category: Printers
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Customer reply replied 7 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 7 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 3 minutes by:
11/27/2017
Technician: Suhasini Velu,
 replied 7 months ago
Suhasini Velu
Category: Printers
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Technician: Suhasini Velu,
 replied 7 months ago

Before we proceed with any troubleshooting,please once unplug your device from the wall printer wait for 2 minutes and plug it back in.
Let me know when this is done.

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Customer reply replied 7 months ago
I have checked, there are no updates. Issue just started recently and happens both with pulling scans or copies through. Says paper jam. Paper gets pushed underneath, all the way through the underside of the glass instead of pulling through to the glass. have unplugged and replugged.
Customer reply replied 7 months ago
no to secure connection. issue seems more mechanical than software related
Technician: Suhasini Velu,
 replied 7 months ago

OK. Please ignore any remote assistance offer shown on this page; it's sent by our site and not by me.

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Customer reply replied 7 months ago
only feeds one page which goes through, then second page jams.
Technician: Suhasini Velu,
 replied 7 months ago

Please check for any bits of paper inside the printer.

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Customer reply replied 7 months ago
doesn't appear to be any--have already done this multiple times
Technician: Suhasini Velu,
 replied 7 months ago

Did you try cleaning the paper feeder wheels with warm water or alcohol?

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Customer reply replied 7 months ago
oh there it went X3. is it possible that could be reinstalled somewhere and helps feed properly?
Technician: Suhasini Velu,
 replied 7 months ago

Please wait,

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Customer reply replied 7 months ago
the adf wheels are turning freely but that is where the right thing isn't happening. and it's just once we get to page two it feeds into the underside
Technician: Suhasini Velu,
 replied 7 months ago

I have ran out of ideas an=m letting other experts to handle this issue.

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Customer reply replied 7 months ago
i think this calls for a refund pls--you haven't helped solve the problem at all.
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